MHP Complaint Management Process Cockpit

The Landing Pages give you an overall overview of the most important QM KPIs in the Complaint Management Process.

The Selection View gives the analyst the possibility to have a rough overview of the current situation in the claim handling and offers him the chance to select on specific situations. You can directly access to the most important filters to easily focus on process improvement (e.g. Top 6 involved materials, suppliers) and select possible drivers.

The Costs View allows the analyst to dig deeper into the claim process itself and gives him the overview with his specific selections. This provides the opportunity to focus on possible drivers that cause higher costs and consequently eliminate them. For this purpose, make a deep dive into tables over several attributes (e.g. notifications, materials and groups, supplier, priority, code groups) and analyze how different variants for the same process type may cause issues.

Check how different process flows cause high workload and differentiate the type of tasks and their historical trends.

Display of the historical trend of notifications clustered to the Top 12 Notifications and Top 10 customers involved to focus on high potential.

Display what parts from what top 10 suppliers cause issues. Identify which materials are involved and how they influence the process to link between notifications and materials to recognize weak spots.

Drill down the most important attributes influencing the process flow to flexible measure cycle times and KPI’s by choosing process steps. Recognize influence of materials, customers, special code groups on the cycle time.

Analyze the degree of automation of the process steps and its influence on the costs.

Display the most important KPI’s on business case level and case facts in one table with the option the export it to Excel.

Identify the impact of customer engagement on process KPIs.

Compare your process variants and see how compliant they are.